We performed a comparison between Microsoft Dynamics CRM and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The control that we have of a process and the ability to have everything recorded from the beginning to the end of the process have been the most valuable features."
"One of the most useful features is we can configure Microsoft Dynamics CRM in the way that we need. This is configurable."
"This is a scalable solution."
"The most valuable feature is that it's easy to use and can work with any Microsoft solution without problems."
"Dynamics is a complete tool that helps the company measure and track sales, orders, current customers, and the sales pipeline."
"I have used many Microsoft solutions and I am comfortable using the solution. Additionally, it is secure."
"The most valuable feature of Microsoft Dynamics CRM has to be its interface...Microsoft Dynamics CRM has a user-friendly platform."
"Microsoft Dynamics CRM is a comprehensive solution and is well-integrated into other Microsoft solutions, including ERP solutions. Additionally, it is feature-rich."
"The complexity of the solution is very less."
"It's a cloud tool, so it is easy to set up."
"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The product's initial setup phase was straightforward."
"We use Salesforce Service Cloud for lead management and opportunity management."
"It is a stable product."
"Microsoft Dynamics CRM could improve by being more user-friendly and having a better design. I have used Service Desk and it is not user-friendly but this solution is worse. The graphical interface is not intuitive, you need someone to guide you or you will have difficulties navigating around to find the file you need. The data we are normally dealing with is boring enough and the interface could be more attractive and more exciting. The tabs and arrangement could be done better to be more user-friendly. Microsoft Excel, PowerPoint, and Word are fine and Microsoft should extend their user-friendliness and intuitiveness to Microsoft Dynamics."
"The solution could improve by having better integration documentation."
"Microsoft Dynamics CRM could improve by being more user-friendly."
"The manufacturing module could be improved. I would like to see customization in the next release."
"Technical support could be faster and more responsive."
"Microsoft Dynamics CRM could improve by making it easier to export data to SharePoint because most of our customers use SharePoint. They have to log into a Microsoft environment platform from their SharePoint for access should be made easier. Additionally, if the customer portal was enhanced for it to be customized it would be a benefit."
"Sometimes Microsoft's support can be difficult to contact, and it can take a while to get a response to a ticket."
"My company's biggest challenge with Microsoft Dynamics CRM is wanting to market solely to leads without having to create a contact and link the contact to the lead. From a marketing standpoint, there's room for improvement in the lead process of Microsoft Dynamics CRM."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"The pricing of the solution can be made cheaper."
"The integrations with other solutions can be improved."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"The governor limits are a troubling feature of Salesforce"
"The solution’s user interface could be improved and enhanced."
"The documentation could be improved."
Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 68 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 43 reviews. Microsoft Dynamics CRM is rated 7.8, while Salesforce Service Cloud is rated 8.6. The top reviewer of Microsoft Dynamics CRM writes "Intuitive APIs, customizable design, but dashboards could improve". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Microsoft Dynamics CRM is most compared with Salesforce Sales Cloud, SAP CRM, ServiceNow, Siebel CRM and Oracle CRM, whereas Salesforce Service Cloud is most compared with ServiceNow, JIRA Service Management, Vlocity, BSI and BMC Helix ITSM. See our Microsoft Dynamics CRM vs. Salesforce Service Cloud report.
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We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.